workbook qmetrix english
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Workbook Qmetrix EnglishTRANSCRIPT
› Qmetrix is the new and innovative tool for real-time measurement of queue length
and queue waiting time. We help you to keep your service promise, increase service levels
and reduce cost in three steps.
› Measure the queue length profile of check-in and other queuing systems
› Monitor queue build ups early as they happen and even before they happen
› Manage using queuing time profiles to improve arrival profiles, forecasts and planning
› measure › monitor › manage
Winner of the prestigious
German Innovation award
Qmetrix: Don‘t wait any longerThe new and innovative system for managing your queues
› Fulfilling the service-level promise at the first point of customer contact is a goal worth aiming
for. But opening and closing the right number of counters to keep waiting times as well as cost
under control can be a difficult balancing act.
Measure
A virtual turnstile
› The Qmetrix Wireless Queue Sensor
(WQS) works like a turnstile with a
virtual arm length of 150 cm (up to 200
cm possible on request). Every transit is
recorded with time stamp and direction.
Detection is based on infrared
optometric with sophisticated signal
processing. Passengers are counted in
intervals (e.g. five minutes) and results
are transmitted to the coordinator.
Priority events such as the reaching of a
predefined queue length or waiting time
can be alerted in real-time.
A wireless solution
› Qmetrix requires no power cords and
data cables. Thus, there is no need for
expensive and complicated installations.
This is a real advantage in today’s highly
segmented asset structures of airports.
Sensors are simply mounted to the
guiding posts of a queuing system and
radio transmit queue length data in real-
time to a Central Data Coordinator
(COR). Batteries typically last three
months and can be changed easily
without special tools. The advanced data
radio system of Qmetrix allows for a
practically unlimited number of Sensors
or other Qmetrix field equipment like
turnstilevirtual
Typical Waiting Queue set-up
the Caller Buttons (CAR) or the wireless
Guiding Monitor (GUI) to be combined
to an integrated measurement system.
MonitorMonitor customer- and passenger-
flows in real- time
› With Qmetrix it is possible to measure
passenger flows in real- time and to
identify specific customer groups,
market factors as well as other
influences in over time.
› measure › monitor › manage
02
PAX flow
Monitor
The data- coordinator (COR) processes all
measured data and transmits it to the
Calculator-Server (CAL).
The CAL Server prepares and presents the data
in a web-based dashboard (Q- Board) or
transmits it to other backend systems e.g. the
“RealTime” module of Ground Star.
Check-in Agents manage passenger flow
› Qmetrix supports check-in agents to manage
PAX flows. With the Caller-Buttons (CAR)
at the check-in counters and the PAX-flow
monitor at the exit of the waiting queue,
passenger are guided effectively to the next
available counter by the system.
Passengers can see on the overhead monitor,
which check- in counter will be available next. It
goes without saying that Qmetrix does not
evaluate individual staff performance data but
only group performance.
Staff allocators can act
› Qmetrix also supports the staff allocators. The
real-time data displayed in the Q-Board enables
the allocators to see actual queue length and
waiting time for all their linings.
Passenger View and… …Staff allocator view
So it is possible to turn reaction into action
and open or close counters before service
levels are missed or waste happens.
Through the combination of actual
queuing time and check-in state of a flight
number, passengers can be prioritized in
time. Qmetrix makes missing passenger
boardings due to waiting queues history.
ManageTurning guessing into planning
› Qmetrix supports planners with their
annual, monthly and weekly forecasts of
counter allocation. If you have experienced
the limits of manual data acquisition with
tally sheets and hand counters, you will
love Qmetrix.
The possibility to analyze the vast amount
of recorded passenger and performance
data allows you to recognize inter-day
profiles, weekly, seasonal and holiday
pattern. The check- in behavior of
customer groups and destinations will
become visible and better plans will be
possible.
A system with connections
› Qmetrix generates demand profiles which
are compatible with the proven XIMES-
Tools Operating Hours Assistant® [OPA] for
shift design optimization and Shift Plan
Assistant® [SPA] for the preparation of
frame shift rosters. The closed feedback
loop controls and improves staff allocation,
service levels and financial performance at
the same time.
03
Wait Time
Counter
Fill level
› Measures the number of
waiting passengers (PAX)
› Works as an infrared-based
virtual turnstile
› Data is transmitted via radio to
the coordinator COR
› The creative tool for
creating optimized shift
plans.
› Master plan for
homogenous and complex
groups, stand- by and
seasonal fluctuation.
› Strong tool for demand- profiles,
forecasts and other based
statistical analysis.
› Qmetrix is seamlessly integrated
› Controlled by web interface
› Connection to other database-
systems.
PLANNINGPLANNINGPLANNINGPLANNING
› Optimum personnel-
coverage through optimized
working- times
› Analysis and optimization of
demand and activity
› Calculation of personnel-
and buffer- demand
or
video cable
video cable
Qmetrix MAP
via Qmetrix Data Radio
› measure › monitor › manage
04
PAX
› Processing and analysis of all recorded
data
› Preparation of graphics and reports for
the Q- Board
› Can be deployed locally or hosted by
XIMES.
› Open to connect to other database-
systems
› Dashboard showing all
relevant KPI’s
› Data can be plotted in
time series or tables
› Enables real-time data
views
› Easy to customize views
› Sends data to the passenger- flow
monitor MON
› Optional transmission of data to airport-
information system
› Data is prepared to be sent to the server
of the Q- Board (Qmetrix dashboard)
desk of the agents.
› Data is transmitted wirelessly to the
coordinator COR
› Controls passenger- flow monitor via the check-in
via Qmetrix Data Radio
Caller Push Buttons (CAR)
05
How Qmetrix worksSensors and software in harmony
WQS - Wireless Queue
Sensors for measuring customer- frequency
› Qmetrix WQS (Wireless Queue Sensors)
detect the arriving and departing
customers/ guests/ passengers in the
queuing system in real time. Every
passage is recorded with a time stamp.
A typical queuing system needs five to
seven WQS Sensors depending on size
and layout. The usage of multiple
sensors creates redundancy in
the set-up. Shortcuts of the
lining, which are in common use
to shorten walking time in low
frequency periods of the day, are
detected reliably.
WQS Sensors work completely
wireless. The acquired data is
transferred via data radio. The
battery typically works for three
months. Battery change is easy and
there is no need for special tools. The
sensors are mounted on the poles with
a lockable slide-in mechanism. Two
mounting points are fixed at the pole of
the queuing line. Several mounting
options with screws or clamps are
available for different pole systems.
depending on the manufacturer.
› The measured data is transferred
to the central data-coordinator
Qmetrix COR via data radio. This
enables the system to calculate
access rates, queue length,
waiting time and shortcuts
in the lining.
CAR - Caller- buttonsFor controlling customer
flows by the service staff
› Every counter or service desk
is equipped with a data radio
based Qmetrix CAR (Caller) button. This allows staff
to call the next waiting passenger with the push of a
button. CAR Callers have two ergonomically
optimized buttons with tactile feedback.
Furthermore the CAR shows the state of the calling-
system for the particular counter with a red and
green traffic-style light. Green stands for “available
for service”, red for “I am busy”.
COR - Coordinator and CAL -
Calculator- ServerFor data preparation and web based presentation
› Data sent by the WQS sensors and the CAR callers
is received bei the COR (Coordinator) unit to be
collected and prepared for further processing.
The COR is connected to the CAL (Calculator)
server via network intra- or internet. Depending on
the local requirements, several options including
cable based, UMTS and WiFi are available for easy
and fast deployment. The actual data calculation
and storage as well as the presentation of data in
graphical or numerical form is happening in the
CAL Calculator Server. The Cal is also serving the
Browser to display the web-based Dashboard Q-
Board. The CAL can be deployed locally or hosted
by XIMES.
MON MonitorFor guiding the passengers
› Qmetrix MON (Monitor) is a controller which
prepares passenger flow- data graphically for the
(usually existing) overhead monitor.
› measure › monitor › manage
06
Q-Board – the Qmetrix DashboardFor visualization of data
› Qmetrix measures and records all system
specific data of a waiting queue based service
system in real-time. Based on this, all primary
indicators as well as KPIs based on the primary
data can be calculated, displayed and reported.
The connection to the PAX-flow monitor or the
airport- information system can be made via
analog or digital video cable (VGA, DVI, HDMI)
or via a web- based interface. Audio based
signaling (gong) or automated voice
announcements are
available as well as the
integration of video- or
web content (e.g. weather
forecast at destination.)
All attributes of the
graphics display can be
controlled by parameters and are adaptable
with wallpapers, logos, colors and fonts to suit
your corporate identity. The MON can either be
integrated into the COR (Coordinator) or set up
as a autonomous unit. A cable- based network-
connection is required in that case.
The standard version of the Q- Board shows
access- and exit rates, queue length in PAX and
percentage, waiting time and number of open
counters in separate and combined portlets
(viewing ports).
› Derived standard KPI‘s are the statistical values
of handling time and transit time (from customer
call to start of service) as well as productivity
measures.
› All measures are available as time line graphs in
a daily and weekly view or can be displayed
tabular.
› The software package TIS (Time Intelligence
Solutions®) by XIMES can be used to plug into
the Qmetrix data and calculate demand
forecasts or other statistical data analysis. TIS
can be seamlessly integrated into the Qmetrix
system and also is controlled via a web-based
interface.
› Data analysts and planners can us the Q-Board
Dashboard to gain a real-time as well as a
historic views on the data acquired by the
Qmetrix system. Individual views can be
configured in a very intuitive and easy to use
browser application.
› Q- Board runs clean (without any installation, no
Flash or any other plug- ins needed) on any Java-
script enabled browser or device, such as
Internet Explorer®, Firefox®, Safari® and
Chrome®, as well as on many smartphones from
Microsoft®, Apple® or Nokia® including iPhone®
and iPad®.
07
Qmetrix and XIMESTime Intelligence for optimizing
your queuing system
The roots of Qmetrix› Consulting projects in the field of aviation and
retail generated the need for good actual data of
customer frequency. The demand to measure
queuing times to optimize working-time systems
was evident. The lack of easy-to- use, wireless and
well- priced measurement systems was the initial
trigger to develop Qmetrix.
› The rapid development of the XIMES software
framework Time Intelligence Solutions [TIS]
generated more and more possibilities to
calculate, combine and to easily display time-
based data in a simple, easy to use web-
application. A TIS solution was created which
allowed to process measured queuing data in a
way that a process could be monitored in real-
time and capacity planning could be optimized -
Qmetrix was born.
Time Intelligence by XIMES› XIMES is on the leading edge in the field of
working-time management. Our customers
benefit from our software, hardware and our
professional consulting services.
› Our consultants daily job is working-time,
typically bringing mathematical, legal and staff
wishes to a common denominator. We work for
a very wide range of industries. For a practical
and successful optimization of working time
systems, XIMES offers the following software-
solutions:
Time Intelligence Solutions [TIS] – the universal
tool for forecasting, personnel- demand
determination and service- controlling.
Operating Hours Assistant [OPA] – the best
personnel- coverage through optimized shifts.
Shift Plan Assistant [SPA] – the creative tool for
creative shift plan development.
› The close link of consulting, in- house software-
development and research cooperation with
universities guarantees ongoing innovation.
These facts ranks XIMES in the top in the field of
working- times- management. We support
modern companies on their way into a workable
future – with Time Intelligence©.
Contact: Dieter Punzengruber
Email: [email protected]
› measure › monitor › manage
08
XIMES GMBH Hollandstraße 12/12, A-1020 Wien
Telephone +43 1 535 79 20-0
WEB www.ximes.com/qmetrix